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Best practices for configuring agents

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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

Note

Copilot Studio bot is renamed as Copilot agent (agent or AI agent). Human agent is now renamed as customer service representative (service representative or representative). You might come across references to the old and new terms while we update the product UI, documentation, and training content.

When you configure context variables, check for the following conditions:

  • The context variable name must be less than or equal to 100 characters.
  • The context variable value must be less than or equal to 4,000 characters.
  • Use exact match to pass the value to the context variable because it is case-sensitive.
  • Use the context variable names as defined and don't change them when you author flows in Azure or Power Virtual Agents bots.

We recommend that you don't update or delete the context variables after you create them. If you do need to update or delete the variables, make sure that they aren't used in any of the unified routing classification or assignment rules.

When you configure Azure and Copilot agents in Omnichannel for Customer Service, use the following best practices:

  • In a queue, if both AI agents (agents) and customer service representatives (service representatives or representatives) are available, set the agent’s capacity higher than all representatives. An agent’s capacity isn't reduced even after a work item is assigned to it. This ensures that any conversation routed to the queue is first picked up by the agent.

  • When an agent escalates a conversation to a representative, make sure that the context variables being updated by the agent and the corresponding routing rules match correctly.

  • When a conversation that's escalated by an agent comes back to the agent queue due to incorrect routing or context variables not being updated at runtime, the conversation won't be assigned to the same agent again. So, to prevent conversations from ending up in an infinite loop, you must configure a representative for the agent queue.

  • Unlike representatives, agents aren't added to a "default" queue at the outset; you must add them from the Customer Service admin center app.

  • The message size must be less than or equal to 28 KB in all messaging channels. The size limit includes metadata like timestamps and tags. If you're a bot author or developer and want to pass complex cards or message types across channels, ensure that your message size doesn't exceed the limit. If you're integrating a custom channel via Direct Line, then make sure that the activity payload doesn't exceed the message size limit.

Integrate an Azure bot
Integrate a Copilot Studio bot
Configure bots to escalate and end conversations
Manage context variables
Context variables for a bot